scholarly journals Service Performance of State Hospitals

2019 ◽  
Author(s):  
Seniha Avcil
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Health Sector ◽  
Chi Square ◽  
Randomized Sampling ◽  
State Hospitals ◽  
Chi Square Test ◽  
The Relationship ◽  
One Way Anova

Developments in health sector increased the expectations of patients. In order to meet these expectations, hospitals attach importance to their service quality. Although hospitals increase the quality of service, the perceptions of service users become more important. It was aimed to determine the quality of service and expectation of patients and their relatives who applied to four state hospitals in Istanbul by Servqual Scale. In accordance with this purpose, the relationship between the dimensions of "physical properties", "reliability", "willingness - enthusiasm", "assurance" and "cross-empathy" quality of service and socio - demographic characteristics of participants were statistically analyzed. During sampling process, 358 participants who applied to physical therapy rehabilitation, surgery and internal medicine departments were reached via randomized sampling method. One-way ANOVA and independent sample t-test and chi-square test were applied to analyze the differences in satisfaction level. As a result of the evaluations, it was determined that four state hospitals did not meet the expectations in terms of both the total service quality and service quality sub-dimensions of the patients and their relatives.

scholarly journals HUBUNGAN KUALITAS PELAYANAN KADER DENGAN KEPATUHAN KUNJUNGAN IBU BALITA KE POSYANDU DI DESA GASARIBU KECAMATAN LAGUBOTI KABUPATEN TOBA SAMOSIR

2019 ◽  
Vol 2 (2) ◽  
pp. 179-189
Author(s):  
Erita Saragih ◽  
Dosmaida Nababan ◽  
Maria Sihombing
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Educational Background ◽  
Chi Square ◽  
Cross Sectional ◽  
Chi Square Test ◽  
To Come ◽  
The Village ◽  
The Relationship

The health system can function optimally if supported by empowering people and as a form of empowerment is their guidance Posyandu cadre and mothers who bring their babies to Posyandu. Guidance cadres would improve their knowledge so that changing the behavior for implementation of knowledge. The purpose of this study was to analyze the relationship between service quality and compliance cadres with a visit to Posyandu toddler's mother in the village of  Gasaribu District of Laguboti  Toba Samosir. The study design used is cross sectional. The population mothers with toddlers were registered in the region of in the village of  Gasaribu District of Laguboti  Toba Samosir with a sample size of 50 respondents. Independent variable is the quality of service cadre, while the dependent variable is the compliance visit to the Posyandu toddler's mother. Measuring instrument uses closed questionnaire to measure guidance and registers Posyandu cadres Posyandu to measure compliance visit to the Posyandu toddler's mother. Data were analyzed with chi square test Results: There was a significant correlation between the quality of service cadres with compliance visits mothers  (p = 0.005). Posyandu already actively supported also by the mother's educational background is sufficient. Guidance given Posyandu cadres can encourage mothers to come to Posyandu. The cadre who has worked with both fast and precise, and further enhance its services, especially in the field of service quality cadres.   Sistem kesehatan dapat berfungsi secara optimal jika didukung dengan pemberdayaan masyarakat dan sebagai bentuk pemberdayaan adalah bimbingan kader Posyandu dan ibu-ibu yang membawa bayi mereka ke Posyandu. Bimbingan kader akan meningkatkan pengetahuan mereka sehingga mengubah perilaku untuk implementasi pengetahuan. Tujuan dari penelitian ini adalah untuk menganalisis hubungan antara kualitas layanan dan kader kepatuhan dengan kunjungan ibu balita Posyandu di desa Gasaribu Kecamatan Laguboti Toba Samosir. Desain penelitian yang digunakan adalah cross sectional. Populasi ibu dengan balita terdaftar di wilayah Desa Gasaribu Kecamatan Laguboti Toba Samosir dengan jumlah sampel 50 responden. Variabel bebas adalah kualitas kader layanan, sedangkan variabel terikat adalah kunjungan kepatuhan kepada ibu balita Posyandu. Alat ukur menggunakan kuesioner tertutup untuk mengukur pedoman dan catatn kader Posyandu untuk mengukur kunjungan kepatuhan kepada ibu balita ke Posyandu. Data dianalisis dengan uji chi square. Ditemukan ada hubungan yang signifikan antara kualitas kader layanan dengan kepatuhan kunjungan ibu (p = 0,005). Posyandu sudah aktif didukung pula oleh latar belakang pendidikan ibu yang memadai. Bimbingan yang diberikan kader Posyandu dapat mendorong ibu untuk datang ke Posyandu. Para kader yang telah bekerja dengan cepat dan tepat, dan lebih meningkatkan layanannya, terutama di bidang kader kualitas layanan.

scholarly journals PENGARUH DIMENSI KUALITAS JASA TERHADAP KEPUASAN KONSUMEN PADA PT POS INDONESIA CABANG MEDAN

2017 ◽  
pp. 79-93
Author(s):  
Lesny Purba
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Office Building ◽  
Post Office ◽  
Chi Square ◽  
Consumer Complaints ◽  
Chi Square Test ◽  
Mail Service

The research objective was to determine the influence of the dimensions of service quality on customer satisfaction. Populations are all consumers who use the mail service, PT Pos Indonesia Medan Branch in 2007. Study sample as many as 96 people. Data collection techniques used were questionnaires. Technique analysis is the chi square test. Of the research and discussion it can be concluded that the majority of respondents said they were satisfied (48%) for quality of service no significant relationship between the dimensions of service quality on customer satisfaction with PT Pos Indonesia Medan Branch. Advice given to the head of PT Pos Indonesia Medan Branch is to maintain the condition of the post office building, ease and clarity of the administration and courtesy of employees in serving customers. To improve customer satisfaction, the company should deliver the goods and mail to its destination on time, keeping consumer goods shipped by Berta handle consumer complaints, seriously.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

Relationship between the Responsiveness of Service Providers with Patient Satisfaction at Three Conventional Radiography Services in Denpasar

2016 ◽  
pp. 75
Author(s):  
Cokorda Istri Ariwidyastuti ◽  
P.P. Januraga ◽  
Dyah Pradnyaparamita Duarsa
Keyword(s):  
Patient Satisfaction ◽  
Service Providers ◽  
Univariate Analysis ◽  
Conventional Radiography ◽  
Cross Sectional Survey ◽  
Chi Square ◽  
Cross Sectional ◽  
Chi Square Test ◽  
The Relationship

Background and purpose: Patient satisfaction, including on radiography services, is an important component of health care provision. Surveys on patient satisfaction have been carried out particularly in government hospitals, but a more detailed study to determine the relationship between patient satisfaction with the responsiveness of service providers has yet to be carried out. This study aims to determine the relationship between the six domains of responsiveness of service providers and outpatient satisfaction at three conventional radiography facilities in Denpasar.Methods: Study was conducted by cross-sectional survey of 158 respondents selected consecutively in three conventional radiography services, namely a government hospital, a private hospital and a private radiology clinic. Data were collected through interviews using modified questionnaires on responsiveness from WHO. Data were analyzed by univariate, bivariate (chi-square test) and multivariate logistic regression method.Results: Univariate analysis indicated that patient satisfaction was 69% but still below the minimum service standards (>80,0%). Multivariate analysis showed that factors associated with satisfaction were the domain of attention (AOR= 3.77; 95%CI: 1.62-8.76), the quality of infrastructure (AOR=4.57; 95%CI: 1.61-12.93) and communication (AOR=6.30; 95%CI: 1.75-22.64).Conclusion: Patient satisfaction was generally still below the standard. Domains of responsiveness associated with patient satisfaction were the quality of infrastructure, level of attention and communication skills of service providers.

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

scholarly journals Hubungan kecerdasan emosional dengan tingkat stres kerja perawat di ICU dan IGD RSUD kota Kendari

2019 ◽  
Vol 19 (3) ◽  
Author(s):  
La Rangki ◽  
La Ode Alifariki
Keyword(s):  
Emotional Intelligence ◽  
Work Stress ◽  
Chi Square ◽  
Cross Sectional ◽  
Working Stress ◽  
Nursing Services ◽  
Contingency Coefficient ◽  
Chi Square Test ◽  
The Relationship

Abstrak: Perawat yang bekerja di ICU dan IGD sangat rentan terhadap stres. Stres kerja yang dialami perawat akan sangat mempengaruhi kualitas pelayanan keperawatan yang diberikan kepada pasien. Tujuan penelitian ini adalah untuk mengetahui hubungan antara kecerdasan emosional dengan stres kerja perawat di ICU dan IGD RSUD Kota Kendari. Penelitian ini merupakan penelitian deskriptif analitik korelasi dengan menggunakan pendekatan kuantitatif dengan metode cross sectional. Data tingkat kecerdasan emosional dan tingkat stres kerja responden dikumpulkan dengan kuesioner. Subyek penelitian berjumlah 18 orang perawat  ICU dan IGD dengan kriteria : tidak sedang dalam masa cuti atau mendapat tugas belajar, bersedia menjadi responden, dan bukan kepala ruang. Penelitian dilakukan pada bulan Februari 2018. Kecerdasan emosional perawat berada pada tingkatan sedang yakni 55,56% responden dan rata-rata tingkat stres kerja perawat dalam kategori sedang  yakni 55,56% responden. Hasil uji statistik dengan menggunakan uji Chi Square pada tingkat kepercayaan 95% (=0.05), diperoleh nilai Contingency Coefficient 0.486 dan nilai  hit= 5.580 = 3.841 yang berarti H0 ditolak sehingga disimpulkan bahwa ada hubungan antara kecerdasan emosional dengan tingkat stres kerja perawat di instalasi rawat darurat RSUD Kota Kendari.Kata Kunci: Kecerdasan Emosional, Stres Kerja, Perawat, ICU dan IGD Abstract: Nurses working in ICU and IGD are very susceptible to stress. Work  stress experienced by nurses will greatly affect the quality of nursing services provided to patients. The purpose of this study was to determine the relationship between emotional intelligence with work stress nurses in ICU and IGD Kendari Regional Hospital. This research is a descriptive analytic correlation research using a quantitative approach with cross sectional method. Data of emotional intelligence level and work stress level of respondent were collected by questionnaire. The subjects of the study were 18 nurses ICU and IGD with criteria: not in the time of leave or get the task of study, willing to be respondent, and not head of space. The study was conducted in February 2018. Emotional intelligence of nurses was at the moderate level of 55.56% of respondents and the average level of nurses' work stress in the medium category ie 55.56% of respondents. The result of statistical test using Chi Square test at 95% confidence level (= 0.05), obtained the value of Contingency Coefficient 0.486 and the value  2 hit = 5.580 〖x〗 ^ 2 = 3.841 which means H0 is rejected so it is concluded that there is a relationship between intelligence emotional with the level of nurses work stress at the emergency hospital installation RSUD Kendari.Keywords: Emotional Intelligence, Working Stress, Nurse, ICU and IGD

scholarly journals Hubungan Kualitas Informasi Visual Statis Pada Akun Instagram @berita_lamongan_ Dengan Minat Baca Follower

MEDIAKITA ◽  
2021 ◽  
Vol 5 (2) ◽  
Author(s):  
Nur Aisyah, Sukma Ari Ragil Putri
Keyword(s):  
Visual Information ◽  
Survey Methods ◽  
Sampling Technique ◽  
Communication Process ◽  
Chi Square ◽  
Chi Square Test ◽  
Questionnaire Research ◽  
The Relationship ◽  
Reading Interest

This study discusses an effective communication process so that interaction and feedback are obtained from the communicant. This study aims to identify the relationship or influence of the quality of static visual information on the @berita_lamongan_ account on followers' reading interest. This research method is quantitative with explanatory survey methods and questionnaire research instruments as an alternative to data collection, so that data from respondents is collected and then analyzed. The object of the research is the Instagram account @berita_lamongan_. The research location is in Lamongan district with a population taken from followers of the @berita_lamongan_ account totaling 57.4 thousand followers. The sampling technique based on the Slovin formula obtained a sample of 100 respondents. To determine the relationship between these two variables, the researcher used the Chi-Square Test. While the questionnaire to process the test data used SPSS for Windows version 20. The grand theory used as the basis for the analysis was the Stimulus Organism Response from McQuail. a significant value of 0.000 from the Chi Square Test. So that Ho is rejected and Ha is accepted

scholarly journals MUTU PELAYANAN DAN KEPUASAN PASIEN DI INSTALASI RAWAT INAP RUANG DAHLIA RSUD KOTA MADIUN

2018 ◽  
Vol 3 (1) ◽  
pp. 21
Author(s):  
Suhadi Prayitno
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Bivariate Analysis ◽  
Chi Square ◽  
Cross Sectional ◽  
Quality Of Health Services ◽  
Improve Patient

Service efforts undertaken by the Hospital was to improve the quality of health services quality and affordable by the community in order to improve public health status.Quality of service should be done by Hospital to improve patient satisfaction as a service user. The objective was to analyze association between service quality and patient satisfaction at Dahlia room,Regional Public Hospital Madiun .An observational analysis was conducted with cross-sectional study design. Samples were 78 using purposive sampling techniques. Data were analyzed by chi-square. This study showed that 56,4% respondents said that the quality of service was good. There were 52,6% respondents not satisfied with quality of service. Bivariate analysis showed association between service quality and patient satisfaction (p=0,014). There were an association between service quality and patient satisfaction. Madiun City General Hospital should improve the quality of service so that all patients are satisfied with the services provided.

scholarly journals Effect of Service Quality and Perceived Value Satisfaction and Loyalty Religious Tourists Visit Island Madura, Indonesia

2016 ◽  
Vol 2 (04) ◽  
Author(s):  
Pribanus Wantara
Keyword(s):  
Quality Of Service ◽  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Tourism Development ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship

This paper wants to examine the relationship of service quality, perceived value, satisfaction and loyalty with religious tourists who visit the island of Madura in 2015. The structural equation modeling results support the hypothesis that service quality affects directly the satisfaction and loyalty, and satisfaction directly affects loyalty, but the results do not support the hypothesis that the perceived value directly affects the satisfaction and perceived value directly affects loyalty. Quality of service only has direct and indirect influence on loyalty through satisfaction. So the stage of tourism development in Madura, quality of service is very important in building loyalty and satisfaction tourists

scholarly journals Evaluation of Participant Patient Satisfaction Evaluation in Childbirth Care at Independent Midwifery Practices

2020 ◽  
Vol 7 (3) ◽  
pp. 186
Author(s):  
Dwie Ayu
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Insurance ◽  
Service Quality ◽  
Health Sector ◽  
Independent Practice ◽  
Service Reliability ◽  
Five Dimensions ◽  
Improvement Programs

<p><em>Patient satisfaction is a measure of the quality of care. One important problem that continues to be faced is the lack of good quality service and getting client satisfaction. The aim is to explore the satisfaction of maternity patients using BPJS guarantees for the services provided by midwives in the Midwife's Independent Practice. This research method uses qualitative short narrative or force. PubMed and Proquest searches were carried out systematically from 2008 to 2018. Quality articles were selected based on inclusion and Critical Assessment criteria. Based on the review found k Mothers' satisfaction with prenatal care can be said to be the experience that results from subjective judgments about what the mother expects and what actually happens related to labor. Factors that influence patient satisfaction in labor are environmental factors, technical and professional aspects of nursing, and aspects of care and communication. Quality of service is the dominant concept in quality assurance and quality improvement programs in the health sector. One method for determining quality is evaluating customer satisfaction. One tool for evaluating and analyzing service quality gaps is SERVQUAL to study the difference between customer expectations and perceptions in different dimensions including in five dimensions of service quality namely physical evidence, service reliability, responding, assurance and empathy. To get health services, you can use health insurance (BPJS). The benefits of health insurance are freeing participants from the difficulty of providing cash, health costs can be monitored, quality of service can be overcome and the availability of health data. </em></p>

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